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What managers say, what employees hear = connecting with your front line (so they'll connect with customers) /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	What managers say, what employees hear/ edited by Regina Fazio Maruca.
Reminder of title:	connecting with your front line (so they'll connect with customers) /
other author:	Maruca, Regina Fazio.
Published:	Westport, Conn. :Praeger Publishers, : 2006.,
Description:	192 p. :ill. :
Notes:	Includes index.
Subject:	Customer relations. -
Online resource:	http://www.ebooks.greenwood.com/reader.jsp?x=C8703&p=cover
ISBN:	0313050597 (electronic bk.)

What managers say, what employees hear = connecting with your front line (so they'll connect with customers) /
What managers say, what employees hearconnecting with your front line (so they'll connect with customers) /[electronic resource] :edited by Regina Fazio Maruca. - Westport, Conn. :Praeger Publishers,2006. - 192 p. :ill.

Includes index.

Introduction: how may I help you? -- Big picture essentials -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis -- How should the front line really treat your customers? / Paul F. Nunes and John G. Freeland -- What Charles taught me about trust at the front line / Rob Galford -- Mission : mission / Edward Lawler -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- Riffs on the here and now -- "We're here to help" (not!) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- Case-based insights -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at Radio Shack / Kasturi Rangan and Marie Bell -- Connecting with employees through front line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- History tells us -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.

Electronic reproduction.
Westport, Conn. :
Greenwood Press,
2006.

Available via the World Wide Web.

ISBN: 0313050597 (electronic bk.)

Greenwood eBookshttp://www.ebooks.greenwood.com/about.aspSubjects--Topical Terms:

560399
Customer relations.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HD6971 / .W46 2006eb

Dewey Class. No.: 658.4/5

What managers say, what employees hear = connecting with your front line (so they'll connect with customers) /
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300 $a 192 p. : $b ill.
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505 0 $a Introduction: how may I help you? -- Big picture essentials -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis -- How should the front line really treat your customers? / Paul F. Nunes and John G. Freeland -- What Charles taught me about trust at the front line / Rob Galford -- Mission : mission / Edward Lawler -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- Riffs on the here and now -- "We're here to help" (not!) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- Case-based insights -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at Radio Shack / Kasturi Rangan and Marie Bell -- Connecting with employees through front line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- History tells us -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.
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